General Physician, P.C. is one of WNY’s largest and most respected multi-specialty medical groups! We are committed to providing comprehensive, high-quality patient-centered care to improve the overall quality of the lives of our patients.

Currently, we are seeking a Contact Center Manager for our Corporate office located in Buffalo, NY! This is a full-time position, scheduled Monday – Friday, and includes Free Parking!

No nights, weekends, or holidays!

Our Benefits Include:

Medical, dental, vision & much more

Generous PTO and paid holidays

Competitive salary

401(K) 3% employer contribution

Discount program that includes Verizon

Employee engagement programs

Annual merit increases

The Contact Center Manager will play a critical role in leading our contact center operations for General Physician, PC. This position requires a strategic leader who can manage a diverse team, identify, plan and execute change, create and implement SOPs and drive performance improvements. The ideal candidate will have a proven track record in managing high-volume call centers, developing teams and improving processes in healthcare systems.

Key Responsibilities:

• Lead and manage the contact center operations, ensuring high-quality service to patients, doctors, clinical staff and system colleagues.

• Develop, implement and monitor standard operating procedures (SOPs), workflows and key performance indicators (KPIs) to enhance efficiency and effectiveness of the contact center.

• Develop and implement a quality and workforce management system with the supervisors.

• Coach, mentor and develop supervisors and team members focusing on skill enhancements and career growth opportunities.

• Engage with the teams to foster a positive and productive work environment and culture.

• Collaborate with healthcare professionals, practice managers and administrative staff to ensure seamless communication and resolution of issues.

• Analyze contact center data and trends to identify opportunities for process improvements, service enhancements and patient experience transformations.

• Ensure compliance with healthcare regulations and standards in all contact center activities.

• Manage staffing levels and schedules to meet contact volume demands and service level agreements.

• Oversee the integration of new technologies and systems to improve contact center operations and patient experiences.

• Set clear objectives that are aligned with the health system’s priorities and goals and conduct regular performance reviews to provide constructive feedback.

  Requirements:

• Bachelors degree in Business Administration, Healthcare Administration, or a related field or equivalent experience required.

• Minimum of 5 years of experience in a high-volume contact center, preferably in a healthcare environment to include at least 1 year of management experience.

• Strong leadership and people management skills, with the ability to motivate and develop a diverse team

• In-depth knowledge of contact center operations including SOPs, workflows, KPIs and contact center technologies

• Experience using electronic medical record platforms

• Excellent communication and interpersonal skills with the ability to engage with all levels of staff and external partners

• Proven track record of process improvement and operational excellence

• Familiarity with healthcare regulations and the ability to ensure compliance in contact center operations

• Strong analytical and problem solving abilities with a focus on data-driven decision making

• Other duties as assigned